Question $1$

Mr$.$ Gupta is working as Branch Manager at Pune heading Maharashtra state operations. The company is into Insurance business. The company has been doing extremely well in the state. Mr$.$ Gupta joined the company recently. He has been a good performer in the previous company which helped him to get this position. However, during the past two months, because of his fight or flight response to customer complaints, there are serious comments pouring in social media against the company. The customers are getting agitated because of this approach that he is adopting. The Regional Manager $($western region$)$ stationed in Mumbai has expressed his concern with you. You are working in the capacity of Manager $-$ HR at the regional office. In general, Mr$.$ Gupta is a hardworking official. But this kind of fight OR flight response in handling customers will affect the reputation of the company if not corrected. When the RM expressed his concern with you, you could quickly guess that this kind of approach is connected to Amygdala hijack. Using emotional intelligence knowledge, we can exercise control and see that the impact of hijack can be minimum.

Q$1.$ Do you think, that the situation can be corrected with the help of counselling? There can be ways and means by which we can have control and minimize the impact that it creates. If you are given the charge to counsel him, explain as to how will you handle the situation to help Mr$.$ Gupta to overcome this drawback $($Max$.$ marks: $10)$